Oct 5, 2017 10:00:00 AM

Is Your Bank Winning at Customer Experience in the Digital Economy?

As every football fan knows, the "hurry-up offense" is a staple in many playbooks. (For those of you unfamiliar with the term, in a “hurry-up offense,” the offense tries to execute as many plays as possible—as quickly as possible). It's a style of attack that works well if the opponent is complacent or under-prepared. When successful, the speed of the play exposes weaknesses in the defense quickly. It wears them down, and makes them confused and frustrated, giving the offense the opportunity to capitalize on the defensive breakdown.

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Topics: Customer Experience, Digital Economy

Jun 1, 2016 10:00:00 AM

5 Steps to a Great Customer Experience

Not unlike retailers, banks are challenged to provide a quality, consistent customer experience in their locations and online. Analysts have said that we’re in the Age of the Consumer, and that is apparent – people want to feel like their bank knows them, understands what they want and need, and helps to fulfill those wants and needs from any channel they choose. They want personalization, both with regard to the relationship they have with their bank, and in the product/service mix they are offered.

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Topics: Community Banking, Customer Experience

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